Workforce Management Specialist
CustomerHD
Ubicación de trabajo
Belize City
Detalles de la oferta de trabajo
Job Type & Title: Workforce Management Specialist (45 Hours)
Location: 160 Newtown Barracks Road, Belize City
Probation Period: 90 days
Start Date: ASAP
Why CustomerHD BPO?
• Paid on time, EVERY TIME!
• Paid Training
• Complimentary Breakfast & Lunch on Your First Day
• Taxi Services provided for the first week & during off-hours (shifts starting at or before 7AM, or ending at or after 8PM)
• Vacation & Sick Leave Benefits
• Recognition program offering - dotbox donuts, CHD swag, food vouchers, and phone top-up cards
• Daily training cash bonus for the first week
• Company Swag provided
• Employee of the Month, Quarter, and Year Awards with Bonuses
• Volunteer Opportunities
• Overtime Available
If you are not sold on CustomerHD just yet, keep reading..
“I like the positive energy of my team and the help our Team Lead is always willing to give."
"The bosses are very, very welcoming and friendly. Most places, the higher up staff are very rude and stand-offish to the employees who do not have sophisticated roles. However at CustomerHD BPO, the bosses are very nice and friendly and treat all employees as humans - as it should be!"
"I LOVE this job because this is the only place that accepted me as a junior college student. I am able to work around my school schedule. THANKS FOR THE OPPORTUNITY."
"What I like about CustomerHD BPO is that it is a new experience in BPO - it's very good and less stressful than the others in the BPO industry. I am really enjoying the experience and thankful for the opportunity to work with this company.
CustomerHD headquarters is located in Raleigh, NC USA, and recently expanded to Belize City! We are a BPO determined to change the perception of "call centers" and"BPOs"
Yes, we do email, phone and chat support, but we differentiate ourselves by investing in our people! We create a needed & known environment to foster your growth to help you meet your ongoing professional and personal goals, all while making your experience as gratifying as possible with empowerment to think and solve problems, with some fun in the mix. That’s CustomerHD BPO.
About The Job:
We are seeking a highly motivated and detail-oriented Workforce Management (WFM) Specialist to join our Call Center team in Belize City. The ideal candidate will be responsible for ensuring optimal staffing levels, scheduling, forecasting, and real-time monitoring to support the operational efficiency and effectiveness of our call center.
Fluency in English, advanced proficiency in Google Sheets, strong analytical skills, and statistical knowledge are required skills, with proficiency in Spanish and an engineering background or the equivalent in job experience considered highly desirable.
Key Job Responsibilities:
• Develop and maintain accurate forecasting models to predict call volumes, staffing requirements, and resource allocation based on historical data and business trends.
• Create and manage efficient schedules for call center agents, ensuring adequate coverage to meet service level targets while optimizing resource utilization.
• Monitor real-time adherence to schedules and service level agreements (SLAs), making adjustments as needed to address staffing shortages or surpluses.
• Analyze call volume patterns, agent performance metrics, and other key performance indicators (KPIs) to identify opportunities for improvement and efficiency gains.
• Collaborate with Call Center Operations, Training, and HR teams to address staffing needs, training requirements, and performance management initiatives.
• Generate regular reports and dashboards to communicate performance metrics, trends, and insights to stakeholders at all levels of the organization.
• Provide guidance and support to frontline supervisors and agents on workforce management tools, processes, and procedures.
• Participate in cross-functional projects and initiatives aimed at enhancing the overall customer experience and operational effectiveness of the call center.
Requirements:
• Belize citizenship or valid work authorization in Belize.
• Bachelor's degree in Business Administration, Engineering, Statistics, Operations Management, or a related field or the equivalent in job experience.
• Proven experience in workforce management, preferably in a call center or customer service environment.
• Strong analytical skills with proficiency in Microsoft Excel or similar data analysis tools.
• Excellent communication skills in English, both written and verbal. Proficiency in Spanish is highly desirable.
• Ability to multitask, prioritize, and adapt to changing priorities in a fast-paced environment.
• Detail-oriented with a commitment to accuracy and continuous improvement.
• Strong interpersonal skills with the ability to collaborate effectively across teams and departments.
• Flexibility to work occasional evenings, weekends, or holidays as needed to support 24/7 call center operations.
Benefits
• Training & Development
